Program Operator

• Provide professional Tier 1 customer support for Virtual Power Plant (VPP) programs, ensuring high-quality service that represents utility clients and programs.
• Address Tier 2 customer support ticket escalations, ensuring resolution meets or exceeds ticket SLAs.
• Execute manual operational processes while maintaining an understanding of the broader operational framework to enable effective problem-solving.
• Document manual processes to support knowledge sharing and process standardization.
• Provide on-call support across programs during event seasons, effectively communicating with stakeholders and following identified escalation paths.
• Train and support contractors to ensure consistent program execution.
• Independently and proactively manage the timeliness of tasks and deliverables.
• Ensure clear and effective communication across appropriate channels to support program success.
• Establish and maintain strong relationships with internal and stakeholders, clarifying priorities for bug fixes and engineering support.
• Provide secondary support on a few, low complexity programs
• Answer customer inquiries and drive resolution to customer requests in a timely manner.
• Apply critical thinking to identify, define, triage, and assess problems, ensuring meaningful solutions that keep programs on track.
• Monitor and report on dispatch success of demand management events to ensure efficiency and program effectiveness.
• Leverage system and backend process knowledge to solve problems and provide feedback on products and services.
• Build and maintain collaborative relationships with team members to define and achieve key objectives and results.
• Observes client-facing conversations to gain confidence and context.
• Supports internal planning and escalation discussions with manager and peers.
• Develops foundational communication skills to articulate questions and program issues.

• Entry-level role requiring minimal experience.
• Ability to operate autonomously on low-complexity tasks and seek guidance when necessary.
• Strong time management and prioritization skills to coordinate multiple projects and deliverables effectively.
• Excellent problem-solving mindset; demonstrates curiosity by asking questions and seeking guidance on issue escalation.
• Effective communication skills, including planning discussions, clear articulation of questions/issues, and appropriate escalation.
• Basic understanding of operational tools and processes, with a willingness to update documentation and suggest improvements.
• Fundamental knowledge of the product, its purpose, and functionalities.
• Collaborative team player with a proactive approach to supporting team learning and shared success.
• Strong initiative and accountability in achieving program outcomes.
• Ability to interact with cross-functional teams and seek guidance on operational capabilities when necessary.
• Willingness to learn how to use project management tools and methodologies such as , JIRA/Confluence, Asana, Excel, Wrike, Figma, Miro/Lucid. Comfortable with process flow diagramming. 
• Willingness to learn and gain technical Proficiency with tools such as Sublime, Utilizing Python scripts, ExcelAWS S3, CRMs, VSCode, Redash, DataDog
• Willingness to learn how to be proficient at interpreting data & revenue models and associated forecasting, experience using BI tools. 

• Make a Meaningful Impact: Your work directly impacts our mission of decarbonization and building a more sustainable future.
• Grow Your Career: We offer ample advancement opportunities, robust learning and development programs, and a supportive team environment that fosters collaboration and innovation.
• Thrive:  We offer comprehensive benefits, including flexible time off, generous parental leave, a wellness stipend, and work flexibility to help you thrive both personally and professionally.
• Belong to an Inclusive Community: We celebrate diversity and foster an inclusive workplace where everyone feels respected, empowered, and heard. Our Employee Resource Groups offer opportunities to connect with colleagues who share your interests and backgrounds.
• Be Part of a Growing Movement: Join a team of dedicated individuals who are passionate about creating a more sustainable future. We offer a collaborative environment where your ideas are valued and your contributions

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.